Patient Information Associate (Relocation in Q1 2027)

NHG Health; Singapore; On-site; SGD 30,000 - 48,000; Full time

Job summary

NHG Health seeks a dedicated Patient Relations associate to handle multi-channel inquiries, educate callers on services, and assist with appointment changes in a fast-paced hospital setting.

Ideal candidates have call centre or healthcare exposure, strong communication, and a collaborative mindset, with a willingness to work rotating shifts and maintain patient confidentiality under PDPA guidelines.

Qualifications

• Minimum GCE O level or higher preferred.
• Exceptional verbal and written communication skills; Mandarin ability an advantage.
• Experience with call centre or healthcare industry preferred.
• Problem solving and analytical skills.
• Positive, professional and customer service-oriented attitude.
• Independent, mature, able to work under pressure and a team player.
• Proficient in computer skills and accurate keyboarding.
• Able to perform 2 rotating shifts.
• Willing to accept office relocation ubi area in 2027.

Responsibilities

• Identify, handle and resolve caller enquiries using calls, SMS, email, Livechat and fax.
• Educate callers on services offered; provide basic pre-consult information.
• Assist patients, next-of-kin and doctors with appointment changes.
• Maintain confidentiality of patient information; adhere to PDPA.
• Refer patient feedback to Supervisor/Manager and ensure follow-ups.
• Ensure timely follow-ups with patients/next-of-kin and meet SLA targets.
• Document all enquiries in the CRM system with clear descriptions.
• Operate CRM, Medical Records system and telephony tools effectively.
• Work as part of a team to support department goals.

Skills

Customer service

Call center experience

Healthcare industry

Problem solving

Analytical skills

Communication skills

Team player

Independent

Computer skills

Education

GCE O level or higher

Tools

CRM system

Medical Records system

Contact centre telephony system

Job description

Family Group: Ancillary

Handles all customer enquires or concerns. Uses company resources, call centre policies and procedures to provide complete and accurate responses. Follow processes in accordance with organizational standards to ensure correct handling accuracy and operational effectiveness. To uphold the highest level of integrity in complying to all PDPA regulations and adhering to patient data confidentiality.

Patient Relations

• Identify, handle and resolve caller enquires using all modes of communication such as calls, SMS, email, Livechat and fax.
• Apply customer service policies and educate/ facilitate callers on all services offered, support general enquiries, providing basic pre-consult advice and/or information to callers.
• Assist patient, next-of-kin and doctors in changes of appointments by re-scheduling appointments in the medical records system and establish contact with patients to inform them of the changes.
• Maintain confidentiality of patient's information and adhere to PDPA guidelines.
• Responsible and responsive to patient's feedback/complaint before referring to Supervisor, Executives or Manager.
• Ensure timely follow-ups with patients or Next-Of -Kin on all outstandings cases and resolve cases within the department’s acceptable SLA.
• To contribute as part of a team to deliver contact centre goals of >90% for Patient Experience Survey score, >85% or higher in call quality score, 100% of calls to be answered within 20 secs and <4% Call Abandon Rate.

Operational

• Response to emergency activation with speed and accuracy in less than 4 minutes.
• Ensure that hospital contact list is updated in all messaging systems at all times.
• Facilitate IDD calls connection for staff & patients.
• Review own performance through feedback or reports and ensure optimal performance to meet department goals and objectives.
• Update others on new information or changes received.
• Response to manual intervention on critical laboratory and radiology results with speed and accuracy <1 hour from critical result release.
• Ensure all types of enquires/ requests are created as a case with clear and precise description documented in the CRM system.
• Competent in using the Medical Record system, CRM and Contact Centre telephony system in the department.

General

• Perform daily housekeeping of workstation to maintain neatness of the workplace and ensure confidential information is safely kept at all times.
• Report any fault (telephone lines & equipment) to Facilities department/ IS service desk.
• Ensure teamwork and participate in all activities related to the smooth running of the department.
• Attend continuing education / in-house training on a regular basis to maintain his/her competency.
• Exercise cost saving and adopt environmental-friendly measures at all times.
• Identify areas of improvement or participate in improvement projects.
• Participate in organization and/or community activities by volunteering at least twice a year.
• Perform other duties as requested by Team Leader, Supervisor, Executive and/or Manager.

Job Requirements

• Minimum GCE ‘O’ level or higher is preferred.
• Exceptional verbal and written communication skills. Able to speak dialect/ third language is an advantage.
• Experience with call centre or healthcare industry preferred.
• Problem solving and analytical skills.
• Positive, professional and customer service-oriented attitude.
• Independent, mature, confident, able to work under pressure and a team player.
• Competent in computer skills and accurate keyboarding skills.
• Able to perform 2 rotating shifts.
• Willing to accept office relocation ubi area in 2027.

Proficiency in Mandarin preferred as the role requires handling enquiries and calls from Mandarin-speaking customers.